Narrow search
Showing 1 - 10 of 277
Cover Image
The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement
Jong, Ad de; Schepers, Jeroen J. L.; Lages, Cristiana R.; … - In: Journal of business research : JBR 134 (2021), pp. 601-617
Persistent link: https://www.econbiz.de/10012643924
Cover Image
Employee engagement and the service profit chain in a quick-service restaurant organization
Lambert, Abbie; Jones, Robert Paul; Clinton, Suzanne - In: Journal of business research : JBR 135 (2021), pp. 214-225
Persistent link: https://www.econbiz.de/10012647809
Cover Image
Similarity over difference : how congruency in customer characteristics drives service experiences
Nguyen, July; Ferraro, Carla; Sands, Sean - In: Journal of business research : JBR 121 (2020), pp. 592-603
Persistent link: https://www.econbiz.de/10012417380
Cover Image
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Cover Image
Congruence in the assessment of service quality between employees and customers : a study of a public health care delivery system
Young, Gary J.; Meterko, Mark M.; Mohr, David; Shwartz, … - In: Journal of business research : JBR 62 (2009) 11, pp. 1127-1135
Persistent link: https://www.econbiz.de/10003897403
Cover Image
Multilevel control chart and fuzzy set theory to monitor inpatient falls
Chang, Chih-Ming; Kao, Chi-Hung; Sha, Wei-Shun; Wu, … - In: Journal of business research : JBR 69 (2016) 6, pp. 2284-2288
Persistent link: https://www.econbiz.de/10011472251
Cover Image
Testing the predictive power of PLS through cross-validation in banking
Reguera-Alvarado, Nuria; Blanco-Oliver, Antonio; … - In: Journal of business research : JBR 69 (2016) 10, pp. 4685-4693
Persistent link: https://www.econbiz.de/10011554754
Cover Image
Reaching the boiling point: consumers' negative affective reactions to firm-attributed service failures
Kalamas, Maria; Laroche, Michel; Makdessian, Lucy - In: Journal of business research : JBR 61 (2008) 8, pp. 813-824
Persistent link: https://www.econbiz.de/10003736755
Cover Image
Transformative quality in Higher Education Institutions (HEIs) : conceptualisation, scale development and validation
Gill, Seerat Kaur; Dhir, Amandeep; Singh, Gurparkash; … - In: Journal of business research : JBR 138 (2022), pp. 275-286
Persistent link: https://www.econbiz.de/10013197829
Cover Image
When customer involvement hinders/promotes product innovation performance : the concurrent effect of relationship quality and role ambiguity
Najafi-Tavani, Saeed; Zaefarian, Ghasem; Robson, Matthew J. - In: Journal of business research : JBR 145 (2022), pp. 130-143
Persistent link: https://www.econbiz.de/10013197888